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Frequently Asked Questions

Got a Question? We probably have an answer for you below. 

Where is my order? Can you give me an update?

Please use the Track My Order page to check the status of each item from your order. Remember that due to high demand and our wide range of suppliers, your order may take up to 4 weeks for delivery. If it’s been over 40 days since you placed your order, please send us a note via the Contact Us page.

Where is my Order Confirmation email?

We send confirmation emails for all orders made through the Mermaid Medallions website. Please check your spam folder or search your email inbox for an email from "Mermaid Medallions” or “Shopify." If you don't see one, you may have incorrectly entered your email when you made your purchase. Leave us note in the Contact Us section with your email address and what you ordered and we’ll update your order info and resend your confirmation email.

Can I cancel my order?

We understand that sometimes last minute decisions are made, however at the moment we do not have the functionality to cancel orders. We're working on figuring out a way to implement this into our system, stay tuned in the coming months for updates.

I’ve only received a portion of my order, where are the other items?

We ship directly from various suppliers all around the world. This means that if you’ve ordered more than one product, you’ll be receiving these in separate small packages. We’ve also reminded you about this in our shipping page and in your order confirmation emails. Please be patient and the rest of your order will arrive soon! You may use the Track My Order link at the bottom of the page to see when each item from your order is expected to arrive.

Can I exchange an item from my order?

Once your order is submitted, it is final. We are not currently able to do exchanges as we work with suppliers all over the world and we don't have a storefront. We are working to build out a system where our customers can do exchanges in the future, please stay tuned for updates.